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Introduction

The every conversation is associated with:
  • status: Conversation realtime status
  • error_message: An explanatory error message in case of errors or failed calls.

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Anatomy of a Bolna Voice AI call

Following diagram illustrates a basic flow of the call as it progresses from beginning to end.
The completed status is the final and end status of the conversation.

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List of successful call status

The following successful events are listed in chronological order.
Event nameDescription
queuedThe call is received by Bolna and is now queued
initiatedThe call has been initiated from Bolna’s servers
ringingThe call is now ringing
in-progressThe call has been answered and is now in progress
call-disconnectedThe call is now disconnected
completedProcessing of the call, recordings, etc has been completed post call disconnection.
There might be some lag (~2-3 minutes) for receiving completed event since processing of call data and the recordings might take some time)

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List of unanswered call status

Event nameDescription
balance-lowThe call cannot be initiated since your Bolna balance is low
busyThe callee was busy
no-answerThe phone was ringing but the callee did not answer the call

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List of unsuccessful call status

Event nameDescription
canceledThe call was canceled
failedThe call failed
stoppedThe call was stopped by the user or due to no response from the telephony provider
errorAn error occured while placing the call
The payloads for all the above events will follow the same structure as that of Agent Execution response. 
{
  "id": 7432382142914,
  "agent_id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
  "batch_id": "d12abbbe-d16d-4c51-b18c-c7d5c3807962",
  "conversation_time": 123,
  "total_cost": 123,
  "status": "completed",
  "error_message": null,
  "answered_by_voice_mail": true,
  "transcript": "<string>",
  "created_at": "2024-01-23T01:14:37Z",
  "updated_at": "2024-01-29T18:31:22Z",
  "usage_breakdown": {
    "synthesizer_characters": 123,
    "synthesizer_model": "polly",
    "transcriber_duration": 123,
    "transcriber_model": "deepgram",
    "llm_tokens": 123,
    "llm_model": {
      "gpt-3.5-turbo-16k": {
        "output": 28,
        "input": 1826
      },
      "gpt-3.5-standard-8k": {
        "output": 20,
        "input": 1234
      }
    }
  },
  "telephony_data": {
    "duration": 42,
    "to_number": "+10123456789",
    "from_number": "+1987654007",
    "recording_url": "https://bolna-call-recordings.s3.us-east-1.amazonaws.com/AC1f3285e7c353c7d4036544f8dac36b98/REb1c182ccde4ddf7969a511a267d3c669",
    "hosted_telephony": true,
    "provider_call_id": "CA42fb13614bfcfeccd94cf33befe14s2f",
    "call_type": "outbound",
    "provider": "twilio"
  },
  "transfer_call_data": {
    "provider_call_id": "CA42fb13614bfcfeccd94cf33befe14s2f",
    "status": "completed",
    "duration": 42,
    "cost": 123,
    "to_number": "+10123456789",
    "from_number": "+1987654007",
    "recording_url": "https://bolna-call-recordings.s3.us-east-1.amazonaws.com/AC1f3285e7c353c7d4036544f8dac36b98/REb1c182ccde4ddf7969a511a267d3c669",
    "hangup_by": "Caller",
    "hangup_reason": "Normal Hangup"
  },
  "batch_run_details": {
    "status": "completed",
    "created_at": "2024-01-23T01:14:37Z",
    "updated_at": "2024-01-29T18:31:22Z",
    "retried": 0
  },
  "extracted_data": {
    "user_interested": true,
    "callback_user": false,
    "address": "42 world lane",
    "salary_expected": "42 bitcoins"
  },
  "context_details": {},
  "extraction_webhook_status": true
}
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